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Special Report: Customer Experience

October 2014

At Oracle OpenWorld 2014, Oracle experts and customers talked about what exceptional customer experience (CX) means in today’s world. By attending CX Central @ OpenWorld, attendees were able to delve into the key trends in customer experience, including social, mobile, big data, and cloud. And they heard more about how the latest CX strategy and design can help their marketing dollars have more impact than ever.

customer experience

Here, watch highlights from the CX general sessions. Plus, be sure to read some of Profit’s recent CX coverage, including information about Oracle technology that helps you talk to your customers, and predict what the products and services they want.

Best Practices in Customer Experience Management
How can organizations benefit from exciting new CX capabilities while maintaining consistency and security?

Changing Channels
Comcast’s Jennifer Labs says flexibility is key to staying tuned in to customers.

Follow the Customer
“You should really ask the question ‘Why do our customers buy from us rather than from our competitors?’” says Niraj Dawar, professor of marketing at the Ivey Business School and author of Tilt: Shifting Your Strategy from Products to Customers.

Five Customer Experience Lessons from Oracle Industry Connect
Across industries, business leaders are finding that engaging customer experience is the key competitive differentiator.

Customer Loyalty Is Dead. Long Live Engagement!
There are two key components of customer engagement: advocacy and involvement. Engagement is measured by the sum of activities that build positive connections between a company and its customers, which result in greater involvement that positively impacts revenue.

Improving the Customer Experience Through Big Data Analytics
Personalized, on-demand account and service information can create happier customers.

Five Ideas: Customer Experience
Get expert advice about how to put your customers at the center of your business, and discover tools that can help you figure out what they really want.

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